Description
The objective of the ppt to highlight the importance of written communication and to provide Practical tips to make your e-mail communication more effective
Effective Communication
Written Communication
Group 10 Shrirang Jadhav Jasvir Singh Lakshey Bhalla Sameer Mahajan Naval Jain Rahul Aggarwal 09FT-064 09FT-067 09FT-074 09FT-078 09FT-093 09FT-111
1
Agenda
?
Written Communication ? Importance of written communication ? Practical tips to make your e-mail communication more effective
2
Why is written communication important ?
• Written communication is the single most critical form of communication • No direct face to face contact in written communication • Greater susceptibility of risk / misinterpretations in written communication • Not only limited to recipient. Can be forwarded to anyone.
3
Components of an e-mail
• Subject • Content
• Signature
• Attachments
4
Subjec t
? ? ?
?
?
Subject should be a very short summary of your e-mail. Do not make it too long (35-40 char). If it?s an urgent issue that needs very quick attention, mention URGENT in subject. If it is absolutely business critical that the recipient take action today, you can write “Action required today”. The subject line is the gatekeeper. Since what you write there determines whether the message is viewed, it is the most important line in your email.
5
Subject
From: xxxx. Sent: Thursday, September 22, 2005 7:41 PM To: Tyagi, Alok Cc: yyyy Subject: Details of your Project and Resources in our data base. Hi, PFA the details of your Project and Resources in our data base. Requesting you to fill the vacant details and validate Name, enterprise id, employee id and other details and send the same back to us asap. It is mandatory that the data you send us has to be accurate as this data will be used for other official purposes as well.
Thanks and Regards,
6
Subject – Correct Example
From: xxxx. Sent: Thursday, September 22, 2005 7:41 PM To: Biswas, Subir; Tyagi, Alok Cc: yyyy Subject: Please verify details of your Project and Resources in our data base.
Hi,
PFA the details of your Project and Resources in our data base. Requesting you to fill the vacant details and validate the Name, enterprise id, employee id and other details and send the same back to us asap. It is mandatory that the data you send us has to be accurate as this data will be used for other official purposes as well. Thanks and Regards,
7
Subject
From: xxxx Sent: Wednesday, October 05, 2005 7:20 PM To: Biswas, Subir; Tyagi, Alok; Cc: yyyy Subject: FW: Details of your Project and Resources in our data base. <project name>- Reminder 1
Hi, Awaiting your response.
Thanks and Regards,
8
Subject
From: xxxx Sent: Wednesday, October 05, 2005 7:20 PM To: Biswas, Subir; Tyagi, Alok; Cc: yyyy Subject: Reminder 2: Please verify details of your Project and Resources in our data base.
Hi,
Awaiting your response. Thanks and Regards,
9
Format / Layout / Content
? ? ? ? ? ?
Structure your thoughts Communicate the important message upfront Use bullet points Anticipate questions and provide answers that you already have. It will reduce turn around time Provide accurate status of a task. Do not leave room for any guesses If you are asking for customer follow-up, be specific in what you want
10
Format / Layout - Example
Improper Format and Layout - Difficult to extract the information
11
Format / Layout - Example
Proper use of Bullets/Paragraph – Same Information but this mail is easier to read
12
Some Other Examples Provide Right Status
From: Smith, John Sent: Thursday, February 09, 2006 4:09 PM To: Catabay, Linda N; Riley, Howard Cc: Singh, Amit Subject: RE: Contra Revenue Reporting Project - D700 Escalation Howard, Linda, I approve Amit working on this request, as long as this work is related to the Velocity platform and is 1 week or less of effort. Amit, please could you give me an assessment of the effort to complete this request.
Thanks, John
13
Some Other Examples Hi John, Provide Right Status
We are in the Second Phase of this project. In this part we have to configure 7 new Condition types for Discounts, These condition types have to be included in the Pricing procedures (Need to get business information for this configuration), and classify them through different GL accounts to comply with SOX. However out of these 7 condition types, 4 are already available in the Integration environment, 2 more in D7 410 environment. Further we need Business information on the Balance.
Since the Business team cooperation is very good and almost on daily basis we are tracking the project. So I hope we can sail before 18th of this month. Since Business folks wanted to move it to production server on 18th of this month.
Warm Regards Singh, Amit
14
How to address the recipients?
?
It?s perfectly okay to address the person by first name in some countries. As you compose the message, consider the person who will be reading it. Know your audience. If you are replying to a message, use a tone similar to that of the sender. If you are initiating the contact, pay attention to the person at the receiving end.
?
?
15
Know your recipients – TO, CC, BCC
From: Smith, John Sent: Thursday, February 09, 2006 4:09 PM To: Catabay, Linda N; Riley, Howard Cc: Singh, Amit Subject: RE: Contra Revenue Reporting Project - D700 Escalation
?
Howard, Linda, I approve Amit working on this request, as long as this work is related to the Velocity platform and is 1 week or less of effort. Amit, please could you give me an assessment of the effort to complete this request. Thanks, John
16
Know your recipients – TO, CC, BCC
From: Singh, Amit Sent: Thursday, February 09, 2006 6:09 PM To: Smith, John Cc: Catabay, Linda N; Riley, Howard Subject: RE: Contra Revenue Reporting Project - D700 Escalation
Hi John, Here are my effort estimates for the D700 changes: Analysis – 2 Days Design – 2 Days Build – 1 Day Unit Testing – 2 Days Regards, Amit
17
Know your recipients – To, CC, BCC
Recipients should be categorized carefully while sending an email:
?
To: List all the intended recipients in the To list. An action/attention is usually expected from these recipients
CC: List all the stakeholders who may be impacted by the information shared in the email. Usually, no action is expected from these recipients. They are added to the list so that they are updated about important milestones in the project. Bcc: Usage of Bcc is discouraged in the corporate world. Modify recipients in „To?, „Cc? list as required, while replying to the emails as explained above.
?
? ?
18
Signature
• Ensure you have a proper signature. • Keep your signature short and sweet. • Many people use these signatures as an easy way to give their name and alternate ways of reaching them.
Jasvir Singh, IMT, Ghaziabad +91-80-41065099
Thanks and Regards, Naval Jain IMT Ghaziabad Tel: +91 80 41061067 Mobile: +91 9886626375
Regards Rahul Aggarwal IMT - Ghaziabad Office :- +91-80-41061073 Cell :- +91-9845546514
19
Attachments
• Is it really important to attach the file?
• Provide summary in the mail and use attachments only for sending details
• Keep the file size of attachments as small as possible. • Refrain from sending too many attachments when ever possible.
• Never forget to attach the file that is being referred to in the email, many of us miss the attachment.
20
Forwarding Email
• •
If forwarding a message, try to observe these protocols: Never expect the reader to go through the long chain of Emails. Summarize the message that you want to convey to the reader. Busy fingers hover over the delete tab and if you have not grabbed their attention by the end of the first sentence or so, you have probably lost your chance. If you expect any action from the reader, then specify the type of action that you looking forward.
•
•
21
How to forward long chain of Emails
Issues
? ? ? ?
Very long e-mail trail Just an FYI…. expecting clients to read the whole mail trail. No summary Too many FW and RE The client asked for estimation to be reworked. We did that and just sent the update without providing any explanation
22
Foggy writing
"American businesses reportedly lose $1 billion a year due to foggy writing that wastes time, kills contracts, and alienates customers." Susan Brock
We have finally organised the meeting. It's set for 25th May. Unfortunately I won't be able to come. If you have any problems, contact Justine.
Justine is your contact if you have any problems regarding the meeting we have finally organised and set for 25th May, to which, however, I will not be able to come.
23
Setting Up: Out of Office
• Feature provided by Microsoft Outlook • Always a good habit • Informs about your unavailability to the sender during your absence. • The „Out of Office? message should include your length of absence, back-up point of contact/s during your absence • Helps senders to plan their work during your absence and take corrective actions
24
Can you spot the errors in these sentences?
?
Although some of the charges against • nature of other allegations ABC Corp., one of Wall Street?s most WAS more serious powerful firms, had been anticipated for some time, the nature of other allegations were more serious than had been expected. I told him there?s a lot of restaurants in • there ARE a lot of the San Francisco area, so its up to restaurants; IT?S up to him him to choose one. After the meeting, be sure to read this report carefully. Then Rosalie and myself will review it with the entire committee. Did you think the juror?s verdict was accurate? • Rosalie and I
?
?
?
• JURORS? (One juror cannot have a verdict; it?s a plural possessive.)
25
Ten Major Language Errors and their correct form
1. 2.
The company issued it's report. Between You And I
1. The company issued its report. 2. Between you and me
3.
4. 5. 6. 7.
There's many ways to do that.
I'm fine, and yourself? Revert back The furniture in the room compliments the mood The reason we're doing this is because it's important Co-ownership and co-tenancy is on the increase I'm sure you will like these kind of books must do their own work. 9. I'm sure you will like these kinds of books 26 10. Everyone must do his/her own work.
3. There are many ways to do that.
4. I'm fine, and you? 5. Revert 6. The furniture in the room complements the mood 7. We're doing this because It's important 8. Co-ownership and co-tenancy are on the increase
8.
9.
10. Everyone
E-mail – Foggy Writing and the better way
Hi, We have enclosed herewith the status report for last quarter. The reason we are sending this early is because we have a shortage of resources and for the next set of modules we might need more people, so we are of the opinion that you need to review it before we make any decision. A high level meeting will be organized by us based on your reply. Please be good enough to advise on this issue and revert back to us ASAP. Hi, We have attached the status report for last quarter. We are sending this early because we have a shortage of resources. You need to review it before we hire new people. We are organizing a meeting based on your reply. Please let us know on this issue and revert to us asap.
27
Some Do?s & Don?ts
?
?
? ? ? ?
Use a subject which reflects the urgency & attract the readers attention Mention “URGENT” and “Action Required Today” in the subject for critical issues Use Bullet points in the mail and summarize the message Anticipate questions and answer them upfront Know your audience Zip big attachments
• Convey important points at the end of a mail • Leave room for guesses in the mail; be accurate • Have too many FYI & FW in your mails • Give Ambiguous responses; be specific • Use big paragraphs • Give vague figures in status reports (e.g. almost 50%)
28
Are you an effective communicator?
1. 2.
I always use “Reply All? while replying to mails. Network is affected by virus which has resulted in chain mails. I reply to entire mailing list requesting not to forward this chain mail. I send emails to the team with program name/requirement ID in the subject line for easy future reference For reducing my effort, I use short cuts like „Ur? in place of „Your? or „r? in place of „Are?. I always use spell check before sending any email I do not feel it necessary to carry notepad and pen for internal team meetings When I have any questions for the client, it is appropriate to say or write „I have doubt on this issue? John Said “I am busy in the evening. Let us prepone the meeting to 11:00 AM”. Jane sent an email to the entire team with subject line „Updation to the vacation calendar – Action Required? Let us have a party today night. I leave a voicemail for my onsite coordinator if he/she is not available over the phone.
3.
? ? ? ? ? ? ? ?
4. 5. 6. 7.
8. 9.
10. 11.
?
? ?
29
Good Reading
Writing Styles by Strunk http://www.bartleby.com/141/
30
Questions
31
32
doc_275453031.pptx
The objective of the ppt to highlight the importance of written communication and to provide Practical tips to make your e-mail communication more effective
Effective Communication
Written Communication
Group 10 Shrirang Jadhav Jasvir Singh Lakshey Bhalla Sameer Mahajan Naval Jain Rahul Aggarwal 09FT-064 09FT-067 09FT-074 09FT-078 09FT-093 09FT-111
1
Agenda
?
Written Communication ? Importance of written communication ? Practical tips to make your e-mail communication more effective
2
Why is written communication important ?
• Written communication is the single most critical form of communication • No direct face to face contact in written communication • Greater susceptibility of risk / misinterpretations in written communication • Not only limited to recipient. Can be forwarded to anyone.
3
Components of an e-mail
• Subject • Content
• Signature
• Attachments
4
Subjec t
? ? ?
?
?
Subject should be a very short summary of your e-mail. Do not make it too long (35-40 char). If it?s an urgent issue that needs very quick attention, mention URGENT in subject. If it is absolutely business critical that the recipient take action today, you can write “Action required today”. The subject line is the gatekeeper. Since what you write there determines whether the message is viewed, it is the most important line in your email.
5
Subject
From: xxxx. Sent: Thursday, September 22, 2005 7:41 PM To: Tyagi, Alok Cc: yyyy Subject: Details of your Project and Resources in our data base. Hi, PFA the details of your Project and Resources in our data base. Requesting you to fill the vacant details and validate Name, enterprise id, employee id and other details and send the same back to us asap. It is mandatory that the data you send us has to be accurate as this data will be used for other official purposes as well.
Thanks and Regards,
6
Subject – Correct Example
From: xxxx. Sent: Thursday, September 22, 2005 7:41 PM To: Biswas, Subir; Tyagi, Alok Cc: yyyy Subject: Please verify details of your Project and Resources in our data base.
Hi,
PFA the details of your Project and Resources in our data base. Requesting you to fill the vacant details and validate the Name, enterprise id, employee id and other details and send the same back to us asap. It is mandatory that the data you send us has to be accurate as this data will be used for other official purposes as well. Thanks and Regards,
7
Subject
From: xxxx Sent: Wednesday, October 05, 2005 7:20 PM To: Biswas, Subir; Tyagi, Alok; Cc: yyyy Subject: FW: Details of your Project and Resources in our data base. <project name>- Reminder 1
Hi, Awaiting your response.
Thanks and Regards,
8
Subject
From: xxxx Sent: Wednesday, October 05, 2005 7:20 PM To: Biswas, Subir; Tyagi, Alok; Cc: yyyy Subject: Reminder 2: Please verify details of your Project and Resources in our data base.
Hi,
Awaiting your response. Thanks and Regards,
9
Format / Layout / Content
? ? ? ? ? ?
Structure your thoughts Communicate the important message upfront Use bullet points Anticipate questions and provide answers that you already have. It will reduce turn around time Provide accurate status of a task. Do not leave room for any guesses If you are asking for customer follow-up, be specific in what you want
10
Format / Layout - Example
Improper Format and Layout - Difficult to extract the information
11
Format / Layout - Example
Proper use of Bullets/Paragraph – Same Information but this mail is easier to read
12
Some Other Examples Provide Right Status
From: Smith, John Sent: Thursday, February 09, 2006 4:09 PM To: Catabay, Linda N; Riley, Howard Cc: Singh, Amit Subject: RE: Contra Revenue Reporting Project - D700 Escalation Howard, Linda, I approve Amit working on this request, as long as this work is related to the Velocity platform and is 1 week or less of effort. Amit, please could you give me an assessment of the effort to complete this request.
Thanks, John
13
Some Other Examples Hi John, Provide Right Status
We are in the Second Phase of this project. In this part we have to configure 7 new Condition types for Discounts, These condition types have to be included in the Pricing procedures (Need to get business information for this configuration), and classify them through different GL accounts to comply with SOX. However out of these 7 condition types, 4 are already available in the Integration environment, 2 more in D7 410 environment. Further we need Business information on the Balance.
Since the Business team cooperation is very good and almost on daily basis we are tracking the project. So I hope we can sail before 18th of this month. Since Business folks wanted to move it to production server on 18th of this month.
Warm Regards Singh, Amit
14
How to address the recipients?
?
It?s perfectly okay to address the person by first name in some countries. As you compose the message, consider the person who will be reading it. Know your audience. If you are replying to a message, use a tone similar to that of the sender. If you are initiating the contact, pay attention to the person at the receiving end.
?
?
15
Know your recipients – TO, CC, BCC
From: Smith, John Sent: Thursday, February 09, 2006 4:09 PM To: Catabay, Linda N; Riley, Howard Cc: Singh, Amit Subject: RE: Contra Revenue Reporting Project - D700 Escalation
?
Howard, Linda, I approve Amit working on this request, as long as this work is related to the Velocity platform and is 1 week or less of effort. Amit, please could you give me an assessment of the effort to complete this request. Thanks, John
16
Know your recipients – TO, CC, BCC
From: Singh, Amit Sent: Thursday, February 09, 2006 6:09 PM To: Smith, John Cc: Catabay, Linda N; Riley, Howard Subject: RE: Contra Revenue Reporting Project - D700 Escalation
Hi John, Here are my effort estimates for the D700 changes: Analysis – 2 Days Design – 2 Days Build – 1 Day Unit Testing – 2 Days Regards, Amit
17
Know your recipients – To, CC, BCC
Recipients should be categorized carefully while sending an email:
?
To: List all the intended recipients in the To list. An action/attention is usually expected from these recipients
CC: List all the stakeholders who may be impacted by the information shared in the email. Usually, no action is expected from these recipients. They are added to the list so that they are updated about important milestones in the project. Bcc: Usage of Bcc is discouraged in the corporate world. Modify recipients in „To?, „Cc? list as required, while replying to the emails as explained above.
?
? ?
18
Signature
• Ensure you have a proper signature. • Keep your signature short and sweet. • Many people use these signatures as an easy way to give their name and alternate ways of reaching them.
Jasvir Singh, IMT, Ghaziabad +91-80-41065099
Thanks and Regards, Naval Jain IMT Ghaziabad Tel: +91 80 41061067 Mobile: +91 9886626375
Regards Rahul Aggarwal IMT - Ghaziabad Office :- +91-80-41061073 Cell :- +91-9845546514
19
Attachments
• Is it really important to attach the file?
• Provide summary in the mail and use attachments only for sending details
• Keep the file size of attachments as small as possible. • Refrain from sending too many attachments when ever possible.
• Never forget to attach the file that is being referred to in the email, many of us miss the attachment.
20
Forwarding Email
• •
If forwarding a message, try to observe these protocols: Never expect the reader to go through the long chain of Emails. Summarize the message that you want to convey to the reader. Busy fingers hover over the delete tab and if you have not grabbed their attention by the end of the first sentence or so, you have probably lost your chance. If you expect any action from the reader, then specify the type of action that you looking forward.
•
•
21
How to forward long chain of Emails
Issues
? ? ? ?
Very long e-mail trail Just an FYI…. expecting clients to read the whole mail trail. No summary Too many FW and RE The client asked for estimation to be reworked. We did that and just sent the update without providing any explanation
22
Foggy writing
"American businesses reportedly lose $1 billion a year due to foggy writing that wastes time, kills contracts, and alienates customers." Susan Brock
We have finally organised the meeting. It's set for 25th May. Unfortunately I won't be able to come. If you have any problems, contact Justine.
Justine is your contact if you have any problems regarding the meeting we have finally organised and set for 25th May, to which, however, I will not be able to come.
23
Setting Up: Out of Office
• Feature provided by Microsoft Outlook • Always a good habit • Informs about your unavailability to the sender during your absence. • The „Out of Office? message should include your length of absence, back-up point of contact/s during your absence • Helps senders to plan their work during your absence and take corrective actions
24
Can you spot the errors in these sentences?
?
Although some of the charges against • nature of other allegations ABC Corp., one of Wall Street?s most WAS more serious powerful firms, had been anticipated for some time, the nature of other allegations were more serious than had been expected. I told him there?s a lot of restaurants in • there ARE a lot of the San Francisco area, so its up to restaurants; IT?S up to him him to choose one. After the meeting, be sure to read this report carefully. Then Rosalie and myself will review it with the entire committee. Did you think the juror?s verdict was accurate? • Rosalie and I
?
?
?
• JURORS? (One juror cannot have a verdict; it?s a plural possessive.)
25
Ten Major Language Errors and their correct form
1. 2.
The company issued it's report. Between You And I
1. The company issued its report. 2. Between you and me
3.
4. 5. 6. 7.
There's many ways to do that.
I'm fine, and yourself? Revert back The furniture in the room compliments the mood The reason we're doing this is because it's important Co-ownership and co-tenancy is on the increase I'm sure you will like these kind of books must do their own work. 9. I'm sure you will like these kinds of books 26 10. Everyone must do his/her own work.
3. There are many ways to do that.
4. I'm fine, and you? 5. Revert 6. The furniture in the room complements the mood 7. We're doing this because It's important 8. Co-ownership and co-tenancy are on the increase
8.
9.
10. Everyone
E-mail – Foggy Writing and the better way
Hi, We have enclosed herewith the status report for last quarter. The reason we are sending this early is because we have a shortage of resources and for the next set of modules we might need more people, so we are of the opinion that you need to review it before we make any decision. A high level meeting will be organized by us based on your reply. Please be good enough to advise on this issue and revert back to us ASAP. Hi, We have attached the status report for last quarter. We are sending this early because we have a shortage of resources. You need to review it before we hire new people. We are organizing a meeting based on your reply. Please let us know on this issue and revert to us asap.
27
Some Do?s & Don?ts
?
?
? ? ? ?
Use a subject which reflects the urgency & attract the readers attention Mention “URGENT” and “Action Required Today” in the subject for critical issues Use Bullet points in the mail and summarize the message Anticipate questions and answer them upfront Know your audience Zip big attachments
• Convey important points at the end of a mail • Leave room for guesses in the mail; be accurate • Have too many FYI & FW in your mails • Give Ambiguous responses; be specific • Use big paragraphs • Give vague figures in status reports (e.g. almost 50%)
28
Are you an effective communicator?
1. 2.
I always use “Reply All? while replying to mails. Network is affected by virus which has resulted in chain mails. I reply to entire mailing list requesting not to forward this chain mail. I send emails to the team with program name/requirement ID in the subject line for easy future reference For reducing my effort, I use short cuts like „Ur? in place of „Your? or „r? in place of „Are?. I always use spell check before sending any email I do not feel it necessary to carry notepad and pen for internal team meetings When I have any questions for the client, it is appropriate to say or write „I have doubt on this issue? John Said “I am busy in the evening. Let us prepone the meeting to 11:00 AM”. Jane sent an email to the entire team with subject line „Updation to the vacation calendar – Action Required? Let us have a party today night. I leave a voicemail for my onsite coordinator if he/she is not available over the phone.
3.
? ? ? ? ? ? ? ?
4. 5. 6. 7.
8. 9.
10. 11.
?
? ?
29
Good Reading
Writing Styles by Strunk http://www.bartleby.com/141/
30
Questions
31
32
doc_275453031.pptx